Zendesk Contact Center Accelerate: Agentic AI Front Door by optimate.me

Accelerate gives Zendesk customers an AI front door and a contact centre built for mid-level complexity, live in about seven weeks for a fixed price. Built with Amazon Connect Agentic CX designer, it lets callers explain why they are calling in their own words. The AI asks follow-up questions, verifies the caller, answers common questions from approved content and routes everything else to Agent Workspace with context. It includes everything in Ignite.

WHAT YOU GET

• Everything in Ignite: Amazon Connect and Zendesk Contact Center stack (Sydney), new numbers, Agent Workspace calling, agent-initiated callback, tickets with attribute mapping, SSO and all users loaded
• One Agentic CX designer application recognising up to 10 contact reasons, described in plain language - no phrase training
• One knowledge base (up to 50 Q&A entries or 10 documents) so the AI can answer common questions
• Persona and Australian English AI voice, guardrails, and handover rules, including "agent please" at any time
• A summary, contact reason and verification result written to the Zendesk ticket for every routed call
• Two entry flows (hours, emergency and holiday messaging) and one touch-tone fallback menu
• Up to 10 queues, 4 routing profiles, 2 schedules and queues mapped to up to 2 Zendesk brands
• Voicemail to ticket, alongside agent-initiated callback
• 100% call recording written back to the ticket; Contact Lens transcription, sentiment, PII redaction, categories and dashboards
• Out-of-the-box reporting, Agentic CX designer analytics (drop-off by step, transcripts) and live call monitoring

HOW WE DELIVER Seven phases, each ending in a deliverable or sign-off: discovery (including contact reason analysis), design (a conversation design workshop covering persona, reasons, guardrails and test scenarios), build, testing (up to 30 regression scenarios, guardrail testing, full simulated calls and UAT), go-live readiness with versioned builds and rollback, train-the-trainer (three live sessions, including managing your conversations), and cutover with 10 business days of hypercare and an optimisation review. Go-live is typically at the end of week 7.

WHAT YOU'LL NEED

• A Zendesk Suite plan with Zendesk Contact Center, and an AWS account for Amazon Connect
• Identity provider admin access for SSO
• Your top contact reasons and how each is handled, approved knowledge content and a brand or guardrail policy
• Compliance sign-off for AI-generated answers, where your industry requires it
• A project lead, UAT testers and trainers, with design and UAT sign-off within 3 business days

NOT INCLUDED AI Agents that complete tasks in your systems (updating records, rebooking, payments), integrations and data dips (available as an add-on), routing decisions on system data, Copilot and agent assist, number porting, outbound campaigns, workforce management and custom reports.

PRICING USD$42,500 fixed price (ex GST), transacted through an AWS Marketplace private offer. Add-ons are quoted at fixed prices in the same offer.

AWS AND LICENCE CHARGES This offer covers professional services only. Zendesk Suite and Zendesk Contact Center licences, plus Amazon Connect, Agentic CX designer and AI usage, Contact Lens, telephony and other AWS usage, are billed separately. You are responsible for any AWS infrastructure charges incurred outside this AWS Marketplace transaction.

ABOUT OPTIMATE.ME optimate.me is a growth partner helping businesses get more from best-of-breed sales, marketing and customer service software, with offices in Auckland and Brisbane. Our Zendesk practice designs, builds and supports contact centres on Zendesk and Amazon Connect.